Technical Business Analyst

Thank you for considering IT Concepts dba Kentro, where innovation drives opportunity and collaboration leads to success. Our dynamic community of experts is fully committed to advancing our customers' missions, fostering professional growth, and making a positive impact on our communities. By joining our supportive community, you will find that Kentro is dedicated to your personal and professional development.

About the role

This position supports the Social Security Administration. The Technical Business Analyst (TBA) will play a key role in enhancing customer experience across contact center operations by analyzing business processes, gathering and documenting requirements, and collaborating with IT and business stakeholders to implement technology solutions that improve customer interactions and operational efficiency.

Location: Hybrid - Woodlawn, MD

Responsibilities

• Collaborate with business units, contact center teams, and IT to identify opportunities for improving customer experience through technology and process enhancements.
• Gather, analyze, and document business and technical requirements related to contact center platforms (e.g., telephony, CRM, chat, email, IVR, workforce management).
• Map current and future state business processes, identifying gaps and recommending solutions to optimize customer journeys.
• Serve as a liaison between business stakeholders and technical teams, ensuring clear communication and understanding of requirements.
• Support the design, testing, and implementation of new contact center technologies and enhancements.
• Analyze customer feedback, call data, and performance metrics to identify trends and areas for improvement.
• Develop and maintain documentation, including business requirements, process flows, user stories, and test cases.
• Assist in change management activities, including training and user support for new systems or processes.
• Stay current with industry trends and best practices in customer experience and contact center technologies.

Requirements

• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).
• 3+ years of experience as a business analyst, preferably in a contact center or customer experience environment.
• Strong understanding of contact center operations, technologies, and customer experience principles.
• Experience with contact center platforms (e.g., Amazon Connect, Genesys, Cisco, Avaya, NICE, Salesforce Service Cloud).
• Excellent analytical, problem-solving, and communication skills.
• Ability to translate business needs into technical requirements and solutions.
• Experience with process mapping, requirements gathering, and user acceptance testing.
• Proficiency in Microsoft Office Suite and business analysis tools (e.g., Visio, Jira, Confluence, Draw.io).
• Experience with cloud-based contact center solutions.
• Knowledge of customer journey mapping and CX measurement frameworks (e.g., NPS, CSAT).
• Familiarity with Agile or Scrum methodologies.

Qualifications

• Preferred: SQL proficiency
• Preferred: BI tools (Tableau, QuickSight preferred)
• Preferred: Amazon Connect Experience
• Preferred: AI workload automation experience
• Clearance Requirement: US Citizen or Lawful Permanent Resident (Green Card)
• Willing and able to obtain and maintain Public Trust Clearance
• Must meet updated ID requirements: GSA ID Requirements

Pay

The pay range for this position is $95,000–$110,000 annually. Kentro determines compensation by evaluating current government contracting and commercial market conditions, as well as the role’s specific requirements. Final salary placement within this range will be based on the candidate’s relevant skills, experience, education, certifications, location, and security clearance level, where applicable.

Benefits

• Competitive benefits package including paid time off, healthcare benefits, supplemental benefits, 401k with employer match, discount perks, and rewards.
• Education reimbursement for certifications, degrees, or professional development (amounts may fluctuate due to IRS limitations).
• Flexibility for professional growth through courses, certifications, or networking opportunities.
• Funds dedicated to team activities, including happy hours, holiday events, fitness & wellness events, and annual celebrations.
• Commitment to community involvement through charity galas and events.

Kentro holds three ISO certifications (27001:2013, 20000-1:2011, 9001:2015), two CMMI ML 3 ratings (DEV and SVC), and CMMC Level 2 Certification. Recognized as one of Inc 5000’s Fastest Growing Private Companies, Washington Business Journal’s Fastest Growing Companies, and a Northern Virginia Technology Council Tech 100 Honoree.